British Gas - absolutely no idea what to do now - no answers!

ChrisJJ

Not even sure where to start. Am getting absolutely nowhere with British Gas. Have spoken to approximately 10 different people online and on the phone and get different stories from each one of them. All I want is an up to date bill. With the readings I have provided. 

On the 6th July, due to a gas leak in my property, the meter was changed by a Cadent engineer. I notified British Gas about this and this is where all the problems began. Despite providing the final readings for the old gas meter (several times!) they still sent me bills with estimated readings. 

On 8th August I received a long text from a Senior Customer Service Advisor telling me that she was looking into my issue and would contact me on 22nd August to update me on her progress. Needless to say, she didn't.

I raised a complaint and am still waiting to hear about that. I'm not holding my breath. 

I did ask about a possible refund as the gas leak had been going on for some time according to the Cadent engineer. When I check my account, it looks like the last couple of bills have been 'reversed' and it states I am now over £1,000 in credit! Whilst I'd LOVE that to be the case, I don't believe this is the end. I have no idea what's going on behind the scenes and simply don't know what to do or who to speak to.

Unfortunately, all the people I speak to on the phone have foreign accents (sorry, but it's true) and it's very hard to understand them. Even the people in the online chat clearly don't have the best grasp of English.

Even as I type this I am in an online chat with Someshwar and I think he has now abandoned me as clearly, this is beyond his remit.

What the hell do I do???

Robin9

Write - don't' phone and send by snail mail a letter headed Complaint. Don't bother with Customer Services or Chat Send them details of the new meter

ChrisJJ

Yes, I think I'm going to have to do that.

Just ended the chat with Someshwar - "yes, you're in credit" he chirps. Mmmm. Don't think so mate. Not for long, anyway.

[Deleted User]

Hi.

ChrisJJ said:
On the 6th July, due to a gas leak in my property, the meter was changed by a Cadent engineer.

was the leak on their side of meter or on your side, maybe a faulty appliance?

MeteredOut

Doesn't help with the immediate issue, but I presume you are keeping a record of the usage on the old meter, and the new one, so you know what your actual usage is, and can therefore work out what your bill should be.

I'd be getting that ready so when the bill does come in, you can validate it. 

The issue might be if the bill is calculated incorrectly, then the BG systems might automatically increase your DD (assuming that's how you pay) either up or down.

If the issue is not resolved within 8 weeks of your complaint getting raised, ask for deadlock letter and take it to the Energy Ombudsman.

ChrisJJ

MeteredOut said:

Doesn't help with the immediate issue, but I presume you are keeping a record of the usage on the old meter, and the new one, so you know what your actual usage is, and can therefore work out what your bill should be.

I'd be getting that ready so when the bill does come in, you can validate it. 

The issue might be if the bill is calculated incorrectly, then the BG systems might automatically increase your DD (assuming that's how you pay) either up or down.

If the issue is not resolved within 8 weeks of your complaint getting raised, ask for deadlock letter and take it to the Energy Ombudsman.

I have a record of the final reading on the old meter. And I always gave accurate readings so they were not estimating my bills. I don't pay by DD, I pay on receipt of the bill. They are now asking for current meter readings, so I will give them the reading from the new meter of course, but they haven't even accurately billed me for my electricity usage. I have four bills in front of me, all wrong. Despite, on each occasion, giving them the correct readings. 

I'm fully expecting there to be an issue when I give the gas meter reading, something along the lines of "doesn't compute". 

I will do as you suggest, thank you for your input.

ChrisJJ

Had to begin a new thread as I messed up on the quote facility and now I can't get rid of the text box but it won't let me post in it! Apologies...

To answer a question: the leak was on their side, no faulty appliances on my side. The Cadent engineer tried for a long time to fix the leak but was unsuccessful so had to change the meter.

la531983

Please merge with https://forums.moneysavingexpert.com/discussion/6470326/british-gas-absolutely-no-idea-what-to-do-now-no-answers#latest

ChrisJJ

I'm not sure how to do that, I'm afraid. I don't use this forum very much.

la531983

ChrisJJ said:

I'm not sure how to do that, I'm afraid. I don't use this forum very much.

I've reported the post and asked them to do it. 

Gerry1

ChrisJJ said:

I don't pay by DD, I pay on receipt of the bill.

Big mistake: it costs a lot more.  If you're on the old BG billing system you can pay by Variable Direct Debit which achieves the same result.

Better still, switch to a friendlier supplier such as Octopus.